Complaints
This profile includes complaints for HotelPlanner.com's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,163 total complaints in the last 3 years.
- 653 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:05/01/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This Business tricked my sister into believing she was calling the hotel desired and not a 3rd party booking agency. She has a learning disability and was booking the room for me as I was busy driving. They the proceeded to precharge my card for a same day booking for about $220 and then charged me 23 more dollars for refund protection with no notification to my sister. They quoted a room rate of $166 which meant they chaged me nearly $80 in extra taxes and fees when the hotel would have only charged me $30 in taxes and fees for the same room rate. One of the main reasons that I never book 3rd party after working in the hotel business for many years. They took advantage of my sister for $50 of my money.
Business Response
Date: 05/05/2025
Greetings,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your request!
If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
******* *********
Brand Ambassador
******************************************************************Business Response
Date: 05/14/2025
Greetings,
Thank you for your patience! I am pleased to inform you that a refund of $65.91 has been issued back onto the card used to purchase your reservation. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Business Response
Date: 05/16/2025
Greetings,
Thank you for your patience! I am pleased to inform you that a refund of $65.91 has been issued back onto the card used to purchase your reservation. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* *********
Customer Answer
Date: 05/16/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
Ti *****Initial Complaint
Date:04/30/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I'm complaining about HotelPlanner.com's deceptive booking and refund practices. I booked *********************** (itinerary #H10984318) for May *****, 2025, on their site, which appeared to be a direct Hyatt booking. After cancelling, I've only received a $25 refund. I'm owed $287.50. Their customer service is poor; I had trouble reaching anyone, and representatives gave me false assurances about "escalating" my request. I seek BBB assistance to get my $287.50 refund.Business Response
Date: 05/01/2025
Greetings,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your request!
If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
******* *********
Brand Ambassador
******************************************************************Business Response
Date: 05/03/2025
Greetings,
Thank you for your patience! I am pleased to inform you that a full refund of $287.50 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Business Response
Date: 05/07/2025
Greetings,
Thank you for your patience! I am pleased to inform you that a full refund of $287.50 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* *********
Customer Answer
Date: 05/07/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I'd like to communicate the following to Hotel Planner1) The website tricks the fast moving and busy professional into booking with a third party when they originally wished to book directly with the hotel. Stupid.
2) Why is a refund such a hassle?
Sincerely,
****** ********Initial Complaint
Date:04/29/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On April 16, I booked a stay at the ***************************, through the Best Western reservation center, by speaking to a live agent. The booking agent requested a credit card number, which is standard practice, but specified that nothing would be charged to the card until the stay. About 20 minutes later, after reading the negative reviews on ******, I decided to cancel our reservation, which we did by calling the hotel again. I then looked at my credit card statement and realized that the full amount of the stay had been charged to my card. When I called Best Western again to request my money back, they said that the reservation had been made through a third party called Hotel Planner, and that they couldn't refund the money. They said that we needed to take it up directly with Hotel Planner. This was a suprise, as I never had any interactions with Hotel Planner. It appears that someone at Best Western did the booking through Hotel Planner on our behalf. I called Hotel Planner to request a refund, and also initiated a request by clicking the link in the confirmation email and following the steps. The customer service agent said they would escalate the matter, and that someone would get back to us within 2 business days, which they never did. I also filled out the refund request online but the request was denied (keeping in mind that they shouldn't even have my money in the first place). I expect Hotel Planner to refund my money asap. This is abusive practice and MasterCard is aware of the issue.Business Response
Date: 05/05/2025
Greetings,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your request!
If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
******* *********
Brand Ambassador
******************************************************************Customer Answer
Date: 05/06/2025
Complaint: 23265057
I am rejecting this response because:No specific dtails are appearing, regarding amount of the refund :I am requesting ( ****** cdn) on my Master Card .regarding the delay of the refund . i expect a reasonnable delay of 10 days.
I appreciate mrs ********* interest trying to help me with this case and hope satisfaction in the best delay possible.
Sincerely,
**** ******Business Response
Date: 05/06/2025
Hello ****,
I have exciting news to share! I am pleased to inform you that a full refund of $386.36 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free tor each out to me personally at ******************************************************************!
Kindly,
******* Planelles
Business Response
Date: 05/07/2025
Hello ****,
I have exciting news to share! I am pleased to inform you that a full refund of $386.36 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free tor each out to me personally at ******************************************************************!
Kindly,
******* *********
Customer Answer
Date: 05/07/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
**** ******Initial Complaint
Date:04/29/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On April 28, 2025, I thought I was directly in contact with a hotel I wanted to stay at in ************, ********. Was told payment due at arrival. ************ was the actual company I was dealing with and they charged my card for both rooms that I reserved and for "Refund Protection" that I never even wanted.....and I've tried to cancel on the website and tried several times to contact this ************ and have had no luck. I want ALL of my $381.97 back. Itinerary # H11134211Business Response
Date: 05/05/2025
Greetings,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your request!
If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
******* *********
Brand Ambassador
******************************************************************Customer Answer
Date: 05/06/2025
Complaint: 23262545
I am rejecting this response because: I want a full refund
Sincerely,
***** ******Business Response
Date: 05/14/2025
Greetings *****,
Your refund is being processed. It can take up to 10 business days for the credit to appear on your bank statement. A text message will soon be delivered to your phone notifying you of the refund as well. We look forward to assisting you with your future hotel reservations!
Kindly,
******* *********
Initial Complaint
Date:04/24/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This company charged my card then told me no rooms were available and transferred me to customer service which was absolutely useless, worthless. They kept asking for an itinerary number which I never got because the first ****** I spoke with Never booked the room! Then they said there was nothing they could do and I could submit a screenshot of the charges for escalation. They are scammers and stealing peoples money. These people are clearly strictly trained to only read off a script and nothing else. Getting my money back is not going to be an easy process now and this company should be put out of business. They have terrible customer service. Are absolutely worthless. This has been the absolute worst hotel booking Ive ever experiencedBusiness Response
Date: 04/25/2025
Greetings *****,
I'd love to help! Please provide me with an image showing the charges made to you, feel free to escalate this information to me personally at *********************************** I look forward to hearing back from you and assisting!
Kindly,
******* Planelles
Initial Complaint
Date:04/20/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On Friday, April 18th, I cancelled my reservation for H10980358. I called the support number **************. A customer service representative came on the phone and my wife and I told her that we wished to cancel. We explained to her that the hotel clerk, *****, was waiting to receive her call and that he was fine that we cancel. The representative put us on hold and told us that she did indeed speak with *****.We point blank asked the representative if we would receive the full refund and she said yes. She also indicated that we would receive an email saying that we would receive the confirmation for the refund. The representative also said that it would take up to 10 days for the refund.But no email came to confirm the full refund. In fact, we received an email about a voucher.That was not what the phone conversation on April 18th with the representative was about. We did not agree to a voucher. We agreed to getting our full refund back.Our expectation is that our conversation with the representative is honored. We point blank asked for the full refund back and the representative said yes. Thank you!******* *******Business Response
Date: 04/21/2025
Greetings,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your request!
If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
******* *********
Brand Ambassador
******************************************************************Business Response
Date: 04/28/2025
Greetings,
I come bearing happy news! I am pleased to inform you that a voucher for the amount of $231.82 was issued to email "********************************". Thank you for your response and for allowing us the opportunity to review this for you. We were able to locate your reservation in our system and we show that you have disputed the charge for your reservation, and once a reservation is disputed we are locked out of the account or "charge" for ****** days. If you have a letter from your bank/credit card holder stating the dispute is withdrawn, we can make the request for the dispute review to be closed early.
This is what needs to be included in the dispute closed letter, which is emailed to ***************************** // CC: ******************************************************************.
1. MUST be a screenshot of a message in the banks online messaging portal or a photo of a letter on bank letterhead (Cannot be a forwarded email from a bank rep)
2. MUST state cardholder dropped or withdrew the dispute
3. MUST include the following info, which must match the charge info:
Cardholder name
Last four digits of the card
Amount of disputeIf you can present this documentation, we can work to have your dispute closed earlier, but we cannot promise approval. We will contact you with a status update as soon as we hear back from the merchant of record for this booking.
Thank you for your patience through this process.
Kindly,
******* *********
Customer Answer
Date: 04/28/2025
Complaint: 23229106
We are rejecting this response. We received a text today (4/28) from hotelplanner.com (coming from a phone number- ************). The text stated that we would only be receiving a refund of $115.91 .That is unacceptable, especially when the customer service representative who created the ticket for us told us that we would be getting a full refund.
We also received the below response in an email.
****** ******* (BUWP) (Lodging Support)
Apr 21, 2025, 10:53?AM EDT
Dear *******,
This response is related to your reservation for Itinerary # H10980358 .
Your refund is being processed. It can take up to 10 business days for the credit to appear on your bank statement. A text message will soon be delivered to your phone notifying you of the refund as well. We look forward to assisting you with your future hotel reservations.
Sincerely,
Danize R
Travel *************************************************** needs to fully honor these communications. Our expectation is that we receive a full refund of $254.42.
Sincerely,
******* *******Business Response
Date: 04/30/2025
Greetings,
I come bearing happy news! I am pleased to inform you that a voucher for the amount of $231.82 was issued to email "********************************". Thank you for your response and for allowing us the opportunity to review this for you. We were able to locate your reservation in our system and we show that you have disputed the charge for your reservation, and once a reservation is disputed we are locked out of the account or "charge" for ****** days. If you have a letter from your bank/credit card holder stating the dispute is withdrawn, we can make the request for the dispute review to be closed early.
This is what needs to be included in the dispute closed letter, which is emailed to ***************************** // CC: ******************************************************************.
1. MUST be a screenshot of a message in the banks online messaging portal or a photo of a letter on bank letterhead (Cannot be a forwarded email from a bank rep)
2. MUST state cardholder dropped or withdrew the dispute
3. MUST include the following info, which must match the charge info:
Cardholder name
Last four digits of the card
Amount of disputeIf you can present this documentation, we can work to have your dispute closed earlier, but we cannot promise approval. We will contact you with a status update as soon as we hear back from the merchant of record for this booking.
Thank you for your patience through this process.
Kindly,
******* *********
Business Response
Date: 05/03/2025
Greetings,
Thank you for your patience! I am pleased to inform you that a full refund of $254.42 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Business Response
Date: 05/07/2025
Greetings,
Thank you for your patience! I am pleased to inform you that a full refund of $254.42 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* *********
Initial Complaint
Date:04/20/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Booked a reservation through Hotel ***********. They sent me an email with information that was not correct including the spelling of my name. I paid extra money so that I could request a refund if needed and before the payment even went through while it was still pending on the same day I requested that they cancel and refund me because they said they would not be able to change my name and I would have to cancel it anyway and I would have to rebook. I didnt realize they had hidden fees that I didnt know about and since transaction was still pending and they said I had to cancel and rebook anyway I asked for a refund not to mention I paid extra money so that I can get a refund they are refusing to give me a refund for $958.54. They are saying they will issue it in form of a voucher that I have to use in 120 days when my original reservation wasnt until Aug, Im not gonna be able to use the voucher in 120 days plus I just want my refund which I paid money for.Business Response
Date: 04/21/2025
Greetings,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your request!
If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
******* *********
Brand Ambassador
******************************************************************Customer Answer
Date: 05/06/2025
The business I complained about sent me an email on April 22 saying I would receive a full refund within 10 days its over 10 days now so I sent them a message they emailed back saying oh were just now processing its another 10 days! I feel they are dragging it out and not trying to give me a refund.Business Response
Date: 05/06/2025
Greetings April,
We appreciate you giving us the opportunity to review this for you! I am pleased to inform you that the voucher has been removed/deleted and a full refund of $936.47 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelels
Customer Answer
Date: 05/07/2025
Complaint: 23228651
The business I complained about sent me an email on April 22 saying I would receive a full refund within 10 days its over 10 days now so I sent them a message they emailed back saying oh were just now processing its another 10 days! I feel they are dragging it out and not trying to give me a refund.
Sincerely,
***** ***********Business Response
Date: 05/07/2025
Greetings April,
We appreciate you giving us the opportunity to review this for you! I am pleased to inform you that the voucher has been removed/deleted and a full refund of $936.47 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelels
Initial Complaint
Date:04/19/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 19 April 2025, I searched for a specific ************ using its name on ******. The search results prominently featured a link that appeared to be the official hotel website, with a URL resembling:******************************************************** this to be the hotel's official site, I proceeded to book a room. It was only after completing the reservation that I realized I had been directed to **********, a third-party booking platform.?**Issues Encountered:**1. **Misleading URL Structure:** The use of the hotel's name within the subdomain (`**************************`) is intentionally designed to mimic the official hotel website, leading consumers to believe they are booking directly with the hotel.2. **Lack of Clear Disclosure:** At no point during the booking process was it made explicitly clear that ********** is a third-party booking agent unaffiliated with Hilton or its properties. 3. **Exorbitant Fees and Unfavorable Policies:** The final charges included unexpected fees, such as a non-consensual "refund protection" fee and high "tax recovery and fees," significantly inflating the total cost. Additionally, the cancellation policy was restrictive.Numerous consumers have reported similar experiences with **********, citing deceptive practices and financial losses. ********************************************* ********************************************* The Better Business Bureau's profile for Room77, **** indicates a pattern of complaints regarding misleading domain names and booking practices. **********'s practices demonstrate a deliberate attempt to mislead consumers through deceptive website design and lack of transparency. Such actions not only undermine consumer trust but also result in financial harm.Business Response
Date: 04/22/2025
Greetings,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your request!
If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
******* *********
Brand Ambassador
******************************************************************Business Response
Date: 04/30/2025
Greetings ****,
Thank you for your patience! I am pleased to inform you that a full refund of $335.17 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Initial Complaint
Date:04/19/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have a complaint about hotelplanner.com. On April 6, 2025 I made a phone reservation, which I assumed was directly with Baymont by Wyndham Grand Forks, **. The individual identified herself as Baymont Reservations. It turns out that the website I referenced was replicated to look like Baymont by Wyndham with a local area code phone number. The lady I spoke to advised me that the Baymont dates that I was looking for were not available but the Ramada by Wyndham had availability for those dates. As I made the reservation, the representative assured me multiple times the reservation was fully refundable without penalty. At no point did she identify herself as a third-party booking agency called hotelplanner. I ended up canceling my reservation (number H10916123) later that same day. In the process, I discovered I had already been charged the full amount for the stay ($534.87) and not just a hold for the room. I did not agree to pay in advance for the reservation. I called again to obtain a refund for the amount charged. The representative I spoke to assured me I would receive a full refund, but it could take up to 10 business days to see the full refund posted to my credit card. It was at this time I realized that I had not called the Baymont, but a third-party company called ************. I also discovered without my approval I had been signed up for reservation protection for $43.90 (this was added to the room fee with the total being $534.87). I have since been partially credited $291.20 but am still awaiting full credit. I have called hotelplanner daily for updates dozens of times in the past two weeks. It's now been more than 10 business days; I have not received the full refund. I am extremely unhappy with the way hotelplanner conducted themselves as it was extremely deceitful. The total amount I paid was $534.87. Hotelplanner.com still owes me $243.67 and I demand a full refund immediately from them as they promised.Business Response
Date: 04/21/2025
Greetings,
Thank you for your response and for allowing us the opportunity to review this for you. We were able to locate your reservation in our system and we show that you have disputed the charge for your reservation, and once a reservation is disputed we are locked out of the account or "charge" for ****** days. If you have a letter from your bank/credit card holder stating the dispute is withdrawn, we can make the request for the dispute review to be closed early.
This is what needs to be included in the dispute closed letter, which is emailed to ***************************** // CC: ******************************************************************.
1. MUST be a screenshot of a message in the banks online messaging portal or a photo of a letter on bank letterhead (Cannot be a forwarded email from a bank rep)
2. MUST state cardholder dropped or withdrew the dispute
3. MUST include the following info, which must match the charge info:
Cardholder name
Last four digits of the card
Amount of disputeIf you can present this documentation, we can work to have your dispute closed earlier, but we cannot promise approval. We will contact you with a status update as soon as we hear back from the merchant of record for this booking.
Thank you for your patience through this process.
Kindly,
******* *********
Customer Answer
Date: 04/22/2025
Complaint: 23226545
I am rejecting this response because: I have not received my full refund as promised multiple times. I have been lied to and deceived since my first phone call with this company! They deceived me when the representative answered my phone call by introducing herself as hotel reservations for Baymont by Wyndham of Grand Forks. She lied multiple times and told me my reservation would be fully refundable if I canceled for any reason. I called within an hour of making the reservation (4 1/2 weeks before check in) and the representative lied when he said I would get a full refund, no problem. ************ fraudulently enrolled me and charged me $47.52 for "Refund Protection" without my permission or explaining to me what it entailed. Multiple representatives lied when they asked me to be patient and that it would take up to 10 business days to see my refund. It's been 16 days and still no refund. I was lied to over two dozen times when I asked to speak to a manager and they promised me one would call me back immediately. I have three emails from this company stating the "Hotel Approved Full Refund" and yet I still have not been fully refunded. I am extremely upset that I have been lied to and been deceived for over 16 days and this company still has not applied credit to my credit card as they promised numerous times.
Sincerely,
***** ******Business Response
Date: 04/22/2025
Greetings,
Thank you for your response and for allowing us the opportunity to review this for you. We were able to locate your reservation in our system and we show that you have disputed the charge for your reservation, and once a reservation is disputed we are locked out of the account or "charge" for ****** days. If you have a letter from your bank/credit card holder stating the dispute is withdrawn, we can make the request for the dispute review to be closed early.
This is what needs to be included in the dispute closed letter, which is emailed to ********************************************* // CC: ******************************************************************.
1. MUST be a screenshot of a message in the banks online messaging portal or a photo of a letter on bank letterhead (Cannot be a forwarded email from a bank rep)
2. MUST state cardholder dropped or withdrew the dispute
3. MUST include the following info, which must match the charge info:
Cardholder name
Last four digits of the card
Amount of disputeIf you can present this documentation, we can work to have your dispute closed earlier, but we cannot promise approval. We will contact you with a status update as soon as we hear back from the merchant of record for this booking.
Thank you for your patience through this process.
Kindly,
******* *********Customer Answer
Date: 04/23/2025
Complaint: 23226545
I am rejecting this response because: As I have previously stated, hotelplanner has mislead and deceived me absolutely every time I've had correspondence with them. From every single phone call to every single email. They have not fulfilled their promises to refund me the money they owe me. I will NOT withdraw my dispute with my credit card in the hopes that hotelplanner may or may not provide me the refund due to the fact that nothing they have told me or promised me has been truthful. I have absolutely no confidence that hotelplanner will give me my refund if I remove the dispute with my credit card. Just refund me the money you have promised me.
Sincerely,
***** ******Initial Complaint
Date:04/18/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On April 16th 2025 I called *********** to find out about their prices for the days May 16th-19th. I am traveling for my daughter's graduation. The man who answered the phone answered as Hotel32One. He told me 3 nights would cost $1300 at that hotel. I replied that that was too expensive and he said that they had another hotel right next door (Hotel Urban) that costs $653 for 3 nights. He said it was called *********** and that he could reserve a room for that amount. I would not be charged until May 12th and would have free cancellation if I didn't cancel before then. After we hung up i googled the hotel and saw that it is in fact a 2 star hotel with hallway bathrooms. I checked my credit card and it showed a pending charge. I called back right away and the woman that I spoke to told me that the booking was nonrefundable. I insisted and I was told that they would send me a voucher to use on their website for another hotel. I received the voucher today and it is for $595.41 and must be used by August 15th. This is a scam from beginning to end. I was lied to and my money has been stolen from me. I want all of my money back and I wish to have no further association with this business.Business Response
Date: 04/18/2025
Greetings,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your request!
If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
******* *********
Brand Ambassador
******************************************************************Customer Answer
Date: 04/26/2025
Complaint: 23220823
I am rejecting this response because: Thus far it has consisted of no more than telling me that you are working on my complaint.
Sincerely,
**** *********Business Response
Date: 04/28/2025
Greetings ****,
I come bearing happy news! I am pleased to inform you that a full refund of $653.46 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
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